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At a Glance
Market Segments
Enterprise (52.6% of reviews)
Mid-Market (52.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $71.00 1 Agent Per Month
Avaya Experience Platform
Star Rating
(181)4.1 out of 5
Market Segments
Enterprise (52.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Avaya Experience PlatformNiCE CXone Mpower
Star Rating
(1,726)4.3 out of 5
Market Segments
Mid-Market (52.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that NICE CXone Mpower excels in Response Automation with a score of 8.9, making it easier for teams to handle customer inquiries efficiently. In contrast, Avaya Experience Platform, while strong, has a lower score of 7.3 in this area, indicating potential room for improvement in automating responses.
- Reviewers mention that NICE CXone Mpower's Database Management is rated exceptionally high at 9.4, which allows for seamless data handling and organization. Avaya Experience Platform, however, has a slightly lower score of 8.9, suggesting that users may find it less intuitive for managing their databases.
- G2 users highlight the superior Performance Analysis capabilities of NICE CXone Mpower, scoring 9.2, which provides detailed insights into operational efficiency. In comparison, Avaya Experience Platform's score of 7.3 indicates that users may not receive the same depth of analysis.
- Users on G2 report that NICE CXone Mpower's Omnichannel support is rated at 8.7, allowing for a more integrated customer experience across various channels. Avaya Experience Platform, while also strong at 9.3, shows that it may have a slight edge in this area, particularly in social and mobile messaging.
- Reviewers mention that NICE CXone Mpower's Agent Availability feature scores 9.3, which helps in optimizing workforce management. Conversely, Avaya Experience Platform's score of 7.7 suggests that users may face challenges in ensuring agents are effectively available for customer interactions.
- Users say that NICE CXone Mpower's Quality of Support is rated at 8.4, indicating a strong support system for users. Avaya Experience Platform, with a score of 8.2, shows that while support is good, there may be slight differences in user satisfaction regarding assistance and resources.
Pricing
Entry-Level Pricing
Avaya Experience Platform
No pricing availableNiCE CXone Mpower
CXone Mpower Digital Agent
Starting at $71.00
1 Agent Per Month
Digital first package supports 30+ digital channels
- Common data sets and models
- Unified administration and user interface
- Digital Agent routing for 30+ channels
Free Trial
Avaya Experience Platform
No trial information availableNiCE CXone Mpower
Free Trial is available
Ratings
Meets Requirements
8.6
132
8.7
1,191
Ease of Use
8.4
131
8.7
1,207
Ease of Setup
7.5
34
8.0
449
Ease of Admin
7.8
33
8.3
438
Quality of Support
8.2
118
8.3
1,111
Has the product been a good partner in doing business?
7.9
32
8.2
435
Product Direction (% positive)
7.1
129
8.2
1,108
Features by Category
Ticket and Case Management
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
7.9
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
9.4
6
Not enough data
9.5
7
Not enough data
9.0
7
Not enough data
7.8
6
Not enough data
8.8
7
Platform
Not enough data
8.3
7
Not enough data
9.1
11
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.3
7
Dialing Options
Not enough data
8.9
311
|
Verified
Not enough data
9.0
287
|
Verified
Not enough data
Not enough data
Agent Tools
Not enough data
9.0
263
|
Verified
Not enough data
8.9
276
|
Verified
Not enough data
9.2
313
|
Verified
Automation
Not enough data
8.8
230
|
Verified
Not enough data
9.0
247
|
Verified
Not enough data
8.9
210
|
Verified
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
8.3
7
Knowledge Management
Not enough data
8.8
7
Not enough data
7.6
7
Not enough data
8.1
7
Compliance
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
9.0
7
Not enough data
7.4
7
Customer Support
Not enough data
7.9
7
Not enough data
8.1
7
Not enough data
7.6
7
Data Security
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.8
7
Administration
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.6
7
Generative AI
Not enough data
Not enough data
Quality Assurance
Not enough data
9.0
253
Not enough data
9.0
237
Not enough data
8.8
263
Engagement
Not enough data
9.0
238
Not enough data
9.0
250
Not enough data
8.8
238
Performance
Not enough data
8.9
238
Not enough data
9.2
256
Generative AI
Not enough data
5.2
18
Not enough data
5.4
18
Channels
9.3
15
|
Verified
9.1
625
|
Verified
8.9
11
8.5
326
|
Verified
8.1
15
|
Verified
8.5
352
|
Verified
7.7
10
8.3
296
|
Verified
8.2
14
|
Verified
8.5
350
|
Verified
Generative AI
Not enough data
7.0
48
Functions
8.6
34
|
Verified
8.8
653
|
Verified
8.9
34
9.0
691
|
Verified
8.9
31
|
Verified
8.9
547
|
Verified
8.8
15
|
Verified
8.7
386
|
Verified
8.1
16
8.8
457
|
Verified
8.9
14
|
Verified
8.9
553
|
Verified
8.9
14
|
Verified
8.8
556
|
Verified
9.3
14
|
Verified
8.7
497
|
Verified
Agentic AI - Contact Center
Not enough data
8.1
6
Not enough data
7.8
6
Not enough data
8.3
6
Not enough data
7.8
6
Administrative
8.3
27
|
Verified
8.6
516
|
Verified
8.7
27
|
Verified
8.9
546
|
Verified
8.6
31
|
Verified
8.6
642
|
Verified
8.6
12
|
Verified
9.0
513
|
Verified
8.8
13
|
Verified
8.9
430
|
Verified
Workforce Management
7.7
5
|
Verified
9.3
289
|
Verified
7.3
5
|
Verified
9.2
280
|
Verified
Not enough data
8.9
226
|
Verified
9.3
5
|
Verified
9.0
227
|
Verified
Not enough data
8.6
177
|
Verified
Administration
Not enough data
8.9
230
|
Verified
7.3
5
|
Verified
9.2
271
|
Verified
7.3
5
|
Verified
9.0
295
|
Verified
Not enough data
8.7
220
|
Verified
8.7
5
|
Verified
9.0
227
|
Verified
Messaging Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
8.6
32
Not enough data
7.5
27
Not enough data
8.8
34
Not enough data
9.2
38
Not enough data
8.6
35
Not enough data
9.4
31
Not enough data
9.3
37
Generative AI
Not enough data
Feature Not Available
Workforce Management
Not enough data
9.4
36
Not enough data
9.0
33
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
9.4
38
Not enough data
8.8
39
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
Not enough data
8.1
7
Not enough data
7.5
8
Not enough data
7.5
8
Not enough data
7.5
8
Not enough data
7.3
8
Self-Service Platform
Not enough data
8.3
8
Not enough data
8.3
8
Not enough data
7.9
8
Not enough data
8.1
7
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
6.7
5
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Avaya Experience Platform and NiCE CXone Mpower are categorized as Contact Center Workforce, Contact Center, Speech Analytics, and Customer Self-Service
Unique Categories
Avaya Experience Platform has no unique categories
Reviews
Reviewers' Company Size
Avaya Experience Platform
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
NiCE CXone Mpower
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Telecommunications
14.5%
Information Technology and Services
10.5%
Consumer Services
10.5%
Insurance
9.9%
Hospital & Health Care
4.6%
Other
50.0%
Consumer Services
10.4%
Information Technology and Services
8.3%
Financial Services
7.9%
Telecommunications
7.0%
Hospital & Health Care
5.8%
Other
60.5%
Alternatives
Discussions
Avaya Experience Platform has no discussions with answers
Does it ever pause or get frozen after a call
2 Comments
MG
Yep when we first cut over to CX One our Agents Max Client kept freezing, and dropping the call. OR calls would come in and the Agent Leg would not connect...Read more
Are we working on a feature that would allow for the MyAgent box to remain on top of other windows?
1 Comment
OS
Hi Emma. Thanks for your question. Please refer to our Customer Community at http://community.niceincontact.com . Our product team can answer any...Read more
What other features that you can do using inContact?
1 Comment
JC
I'm not currently using their survey software but I was able to integrate with a third party that focuses on surveys and NPS. Most third parties have a very...Read more
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